How can a company with 100 per cent member satisfaction, a three-time winner of NTIA’s most-coveted award and renowned as Australia’s friendliest group still be unknown among certain independent travel agents?
Maybe it’s because agents are just so busy. Or perhaps the group in question – Travellers Choice – spends more time looking after its members than blowing its own trumpet.
Whatever the reason, if you’re one of those advisors who’s still in the dark, lean in closer to learn what makes this company so special.
Genuine support
When it comes to offering their members support, plenty of retail groups talk the talk. Travellers Choice walks the walk.
Travellers Choice members can call on experienced business development managers to help solve problems and a talented team of in-house marketing professionals is always on hand to assist with anything from rebrands to social media campaigns and local area promotions.
And the company’s senior management team – including Managing Director Christian Hunter – will pick up the phone whenever members call.
Naome Burdon from Argyle Travel and Cruise in South Australia said being a Travellers Choice member means never being alone.
“I’ve been in the industry for a long time and I am confident and assertive enough to stand up for myself, so if I call for help it’s because there are no other options,” she said.
“During COVID when we all faced so many issues that could only be resolved with head office assistance, there was always – every day – someone at the other end of the phone, whether it was our BDM or a member of the management team.
“Knowing I have a team behind me who will not hesitate to step up when needed is simply invaluable.”
It’s no wonder 100 per cent of members expressed satisfaction at being part of Travellers Choice in the company’s most recent survey.
They also gave the company a Net Promoter Score (NPS) – a classic measure of brand loyalty – of 83, which places Travellers Choice among the top brands in any industry.
Total control
If there’s one lesson from the ongoing retail consolidation over the past two decades, it’s that the vast majority of travel agents have no real say in who owns or controls their retail group.
That’s not something Travellers Choice members lose sleep over, according to Ballina Cruise & Travel owner Mark Brady.
“As a Travellers Choice member, I’m in control of my own destiny because I, along with every other member, own the company,” he said.
“Plus, Travellers Choice members hold the majority of seats on the board and as the sole shareholders, we share in the profits.”
Best of both worlds
Since its inception more than 45 years ago, Travellers Choice has had one focus: empowering independent travel agents to operate with unfettered freedom while still enjoying the collective buying power as part of major consortia.
“I was previously part of a franchise group and as such I had to keep non-preferred sales strictly below a certain level,” Mr Brady said.
“As a Travellers Choice member, I still receive all the benefits that come from being part of a national network and I do all I can to ensure our company optimises its preferred arrangements.
“But, ultimately, I’m absolutely free to sell whatever I want. There are simply no restrictions on where we can advertise and who we can deal with.”
Tech-savvy
Travellers Choice has always punched above its weight with technology from building and managing member websites to its smart email marketing platform.
TC One is its latest innovation – a simple platform that allows members to search rates and book almost two million properties along with an extensive range of car rentals, tours and transfers.
Available free of charge to all members, TC One can also power members’ websites, giving clients the ability to book 24/7 and ensuring Travellers Choice members can compete with online rivals.
It’s all about soul
Access to deals, technology and support is vital, but its culture is what has always made Travellers Choice stand apart from competitors. It’s a network where members look out for each other.
Last year, when word got out that Heather Galley from Travel & Cruise Bundaberg had lost key staff while taking time off to care for her husband, Travellers Choice members stepped in to help.
“So many members contacted me and several donated their time and expertise to manage bookings, even though they were clearly under the pump themselves. Without them, I would have been completely sunk,” Ms Galley said.
“Before I joined Travellers Choice, I thought that sense of camaraderie had disappeared from the industry, but this is a group in which everyone knows, trusts and cares for each other.”
Naome Burdon said it’s the bonds forged and reinforced each year at national conferences, state meetings, local get-togethers and exclusive educations that give Travellers Choice its superpowers.
“Every group likes to think they have a really close family-like culture but as someone who’s been a member of multiple groups, I can tell you Travellers Choice is in a league of its own,” she said.
Find out more here or contact the Travellers Choice team at admin@travellerschoice.com.au
Ready to become a member? Head here.
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